Customer Success Manager

Summary

Join Precisely's Customer Success Team as a 100% remote Customer Success Manager! Based in the US (Eastern and Central Time Zones preferred), you will support 40+ accounts, focusing on customer retention, engagement, and expansion. Responsibilities include driving engagement through consistent communication, facilitating customer objective reviews, forecasting renewal risk, managing the renewal process, identifying upsell and expansion leads, monitoring support tickets, and coordinating client onboarding. The ideal candidate possesses 5+ years of experience in consultative, product-oriented software account management, strong communication skills, and a deep understanding of technical solutions and business drivers. This role offers the opportunity to work with a leading data integrity company and contribute to the success of its global clientele.

Requirements

• 5+ Years’ experience managing “land-and-expand” account strategies in a customer interaction role
• Demonstrated history of strong client retention through client engagement and renewal negotiation strategies
• Bachelor’s degree in business or related field
• Equivalent experience will be accepted in place of the education requirement
• Must be a self-starter, able to work autonomously and with minimal supervision
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently
• Ability to escalate customer issues by aligning and communicating with internal resources
• Strong interpersonal skills and ability to work in matrixed organizations
• Experience leading and executing customer meetings and events
• Skilled in communicating with C-level suite of organizations
• Results-oriented with a focus on customer satisfaction and retention

Responsibilities

• Drive engagement through a consistent cadence of communication with strategic stakeholders and business users to ensure they have the resources, training, and skills needed to use product(s) effectively, ensuring strong client retention at time of renewal
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations with client and assigned Precisely account team and leadership
• Accurately forecast upcoming renewal risk for territory – typically 12-18 months out
• Own and drive the renewal process with customer– beginning 120 days in advance to structure renewal options, identify product add-ons/upsell opportunities: including negotiations with procurement and budget stakeholders to close renewal on time. This may require a close collaborative partnership with Director of Contracts & Renewals and assigned Account Executive
• Identify Upsell and Expansion leads by leveraging the existing footprint and relationship at each customer to expand the current license(s), add new products and/or professional services, cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships needed to be established. This will be done in direct coordination and partnership with assigned Account Executive
• Monitor or advocate priority escalation on open support/enhancement tickets for prompt resolution
• Coordinate the onboarding of new clients or lines of business within existing accounts, for clients of our Precisely Data Integrity Suite only

Preferred Qualifications

Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred

Benefits

• 100% remote located in the US
• Opportunities for growth, learning and building community
• With a "work from anywhere" culture